Yostivanich

Right or wrong, com­pa­nies who care lit­tle about the design of a customer’s expe­ri­ence are often thought to care lit­tle about its cus­tomers. Poor design encour­ages peo­ple to believe in a brand’s ham-handedness, in its cloth-eared reluc­tance to lis­ten and respond. If open­ness, com­mu­ni­ca­tion, and account­abil­ity are the bell­wethers of clar­ity, then poor design is a smudge—a flaw that seems to hide rather than reveal. That was the prob­lem with my break­age sce­nario: The mar­ket­ing guy pre­ferred to hide from peo­ple, with­hold­ing infor­ma­tion and feign­ing incom­pe­tence rather than ful­fill­ing what seemed to be a sin­cere obligation.

via Dustin Cur­tis – The Clear War by Kevin Mat­tice. A designer’s job is pro­vide a seam­less expe­ri­ence not to trick customers.